Steele Joseph Rodgers, Jones A Kyle, Clarke Ryan K, Shoemaker Stowe
Interventional Radiology, University of Texas MD Anderson Cancer Center, Houston, Texas.
Interventional Radiology, University of Texas MD Anderson Cancer Center, Houston, Texas.
J Am Coll Radiol. 2015 Jun;12(6):587-93. doi: 10.1016/j.jacr.2014.10.008. Epub 2014 Dec 20.
The patient experience has moved to the forefront of health care-delivery research. The University of Texas MD Anderson Cancer Center Department of Diagnostic Radiology began collaborating in 2011 with the University of Houston Conrad N. Hilton College of Hotel and Restaurant Management, and in 2013 with the University of Nevada, Las Vegas, William F. Harrah College of Hotel Administration, to explore the application of service science to improving the patient experience. A collaborative pilot study was undertaken by these 3 institutions to identify and rank the specific needs and expectations of patients undergoing imaging procedures in the MD Anderson Department of Diagnostic Radiology. We first conducted interviews with patients, providers, and staff to identify factors perceived to affect the patient experience. Next, to confirm these factors and determine their relative importance, we surveyed more than 6,000 patients by e-mail. All factors considered important in the interviews were confirmed as important in the surveys. The surveys showed that the most important factors were acknowledgment of the patient's concerns, being treated with respect, and being treated like a person, not a "number"; these factors were more important than privacy, short waiting times, being able to meet with a radiologist, and being approached by a staff member versus having one's name called out in the waiting room. Our work shows that it is possible to identify and rank factors affecting patient satisfaction using techniques employed by the hospitality industry. Such factors can be used to measure and improve the patient experience.
患者体验已成为医疗服务研究的前沿领域。德克萨斯大学MD安德森癌症中心诊断放射科于2011年开始与休斯顿大学康拉德·N·希尔顿酒店与餐饮管理学院合作，并于2013年与内华达大学拉斯维加斯分校威廉·F·哈拉酒店管理学院合作，探索服务科学在改善患者体验方面的应用。这三个机构开展了一项合作试点研究，以确定MD安德森诊断放射科接受成像检查的患者的具体需求和期望，并对其进行排名。我们首先对患者、医护人员和工作人员进行了访谈，以确定被认为会影响患者体验的因素。接下来，为了确认这些因素并确定其相对重要性，我们通过电子邮件对6000多名患者进行了调查。在访谈中被认为重要的所有因素在调查中都被确认为重要因素。调查显示，最重要的因素是对患者担忧的认可、受到尊重以及被当作一个人而非一个“数字”来对待；这些因素比隐私、等待时间短、能够见到放射科医生以及工作人员主动上前询问而非在候诊室叫名字更重要。我们的工作表明，利用酒店业所采用的技术来识别影响患者满意度的因素并对其进行排名是可行的。这些因素可用于衡量和改善患者体验。
